CASE STUDY: University of the West of England

The University of the West of England
Streamlines and Revitalizes Services
with Ivanti ITSM

Profile:A thriving, modern university with 30,000 students and3,000 staff with one of the highest graduate employment
rates in the country.

Location:
Campuses in and around Bristol, United Kingdom

Industry:
Education

Website:www.uwe.ac.uk

Solution:®

Ivanti Service Desk (in the Cloud) powered by Landesk

Key Benefits:§ Replaced aging service desk solution with correctclassification and routing, asset management, and aself-service portal with full service catalog, accessible
via any internet-enabled device.
§ A key transformer in the drive for ITIL best practiceprocesses and change management.
§ First-time fix rates went from 15 percent to 50 percent

and rising.

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The University of the West of England (UWE),
based in Bristol, faces the daily challenge ofproviding modern, automated, and digitallyenabled delivery of essential services to its
over 33,000 staff and students. Two years ago,partly to address waning IT service levels, theuniversity embarked on a full IT transformation
program, starting with the rollout of IvantiService Desk, powered by Landesk.
The transformation began with restructuring the entire IT
department and creating key change management roles
that would evolve IT from reactionary mode to a modern
IT services facilitation department, with automation andbest practices at the core.
Adrian Moore accepted the position of Service DeskManager within the new department. Back then, one of
his first priorities was to address the flagging internal
service desk that was ill-equipped to deal with requests,
especially at peak times of the academic year.
“This wasn’t simply a question of updating a waning 10year-old service desk with a swap-out solution,” Adriansays. “This was an tool for the university to fully embracechange and create ITIL best practice adoption for IT
services that would benefit the student experience formany years to come.”
Prior to the transformation, few processes existed for theformer UWE Service Desk. Individual support staff tackled
queries independently, with little automation or logging
to assist and track each call. All tickets were universallyclassified as ‘incidents’, with open dates that frequently
spanned back months. Internally, self-resolution by users
was becoming the norm as confidence in the service
desk’s capabilities plummeted. First-time fix rates hoveredaround the 15-percent mark, far below UWE expectations.
The overhaul to enrich the student experience was an
immediate priority. Adrian Moore invited responses and amonth-long proof of concept (POC) from four service desksolutions.

CASE STUDY: University of the West of England

From the outset, Adrian had three key expectations for a
successful cloud-based solution:
1. It had to include a self-service portal that was asaccessible and usable on a student’s mobile device
as it was on a PC.
2. It had to offer automated and correct classification
and routing of inbound change, incidents, andrequests.
3. It needed to offer full asset management acrossthe environment
Additional points were awarded for ease of use andability to configure and customize. Ivanti’s ITSM
solution was judged to be the most functional
requirement match for the price and offered UWE aunified interface regardless of device. Further
demonstrations to the wider UWE analyst and project
team followed before final approval was gained. Week
one of the installation featured on-site training andvaluable knowledge transfer from Ivanti’s consultant
included within the bid. This quickly increased teamconfidence to create processes that would ultimatelytransform the service.
Adrian recalls: “After training, 150 analysts within IT®
Services went live with Ivanti Workspaces. This gave
us a common self-service portal with customizable
dashboards, a full-service catalog, and accessibility fromany device equipped with a web browser, which is criticalfor digital enablement.”

Completion of Rollout and Initial Results
Not only has the service desk function been transformed,
the internal perception of IT Services has started
changing to that of positive enablers. “Available” and“self-service facilitators” are now terms associatedwith IT.
Staff and students can now include requests and log
inbound services.
Today, when a UWE user requires a new laptop for
example, the request is accomplished through thesesteps:

automatically on the nominated device. For chargeableapps, the user’s manager receives an email for approval,
which routes automatically to finance for budget coding.
A dynamic dialog box allows for special justifications tobe noted.

For inbound incidents logged
Users can also see updates and exchange advice and act
upon comments online. Also users have the choice tocontact the Service Desk for ticket updates. Incidents canbe raised, worked collaboratively, and closed – all online.

The Impact Internally for IT Services
Today, after just a few months of using Ivanti, first-time
fix rates have improved by more than 30 percent, with afirst-time fix rate of 65 percent. Adrian continues to notemonthly improvements. These service improvements
have transformed internal perceptions, with the ITILbased processes positioning the department to soonachieve the CMMI best practice model (Capability,Maturity, Model, Integration).
For asset management, IT Services is now fully awareof the assets that reside within its estate, giving amore accurate license management overview. Patchmanagement is also now automated. Ivanti identifies
exactly who is using which software app, which version,
and who needs updates and patches. Before, regularblanket update notifications were delivered to all users
and frequently ignored. Today, it’s possible for only
subscribed users of apps to receive targeted notifications
that an essential patch is available for installation.
Adrian concludes, “As a new team, we have come avery long way in a relatively short time thanks to both theuniversity’s vision of enablement and to Ivanti’s ITSM
solution, supporting and tracking our journey from aservice that was once viewed as largely ineffective to
one that is digitally enabled.”
Note: UWE’s noted results are specific to its total customer environment/experience of
which Ivanti is a contributing product. Individual results may vary based on eachcustomer’s unique environment.

www.ivanti.com§ The user can view the available PCs, select andsubmit their inbound request, which then routes tofinance with associated costs for approval and cost
coding.
§ At any stage, the user can view the status of theirrequest and view updates at different stages ofordering and delivery.
The same automated process occurs when users wantto access new apps. The user selects the app of choicefrom within the service catalog, which is flagged forapproval. Once approved, the app is installed

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